COACHING

Hi! I just set up automatic scoring for our CSM team in Gong. We currently have automatic scoring set up for any call that a CSM “hosted” or “attended”, however, Gong is automatically scoring the host on any meetings a CSM attended. Is there a way that I can assign Gong AI to score the CSM participant rather than it auto-scoring the host? 

Hi!So I’ve just set up an AI Scorecard and enabled automatic review. I have published the AI scorecard and would now like to let the AI scorecard review past calls. I’ve searched through the help center but can’t seem to find how this is done.When I go to the conversations search and I select a recording for which the AI scorecard should automatically be applied to, I can’t even select the scorecard on the right panel. I’m not sure what I’m doing wrong. My end goal is that I have multiple AI scorecards and that based on the call type, these recordings are automatically scored. I then want to create a folder (stream) with best recording of each meeting type. These recordings should automatically be added to the library based on the score. I thought this is possible but not sure how to continue. Does someone has experience with this? 

Hi all!We’ve recently just set up scorecards for our teams.  It would appear though that when a scorecard is completed, notifications are sent to a number of people.  I can’t find anywhere to configure this so it just goes to the team leader and the call owner, for instance?

Hi everyone! I’m dabbling in AI scorecards and I’m wondering others experiences. Have you found it is best to keep it simple with straightforward Y/N questions or use detailed prompts to score on a scale? I’ve had good success with both in places, but I’d love more perspective and examples. 

I would love to hear from others how frequently you are having frontline managers complete scorecards for sales reps.  Thank you!

I’m trying to set up Whispers for Topics, and no matter how broad I set my filters, I still see “Not enough team members found”. Does anyone know why this is the case?

In HubSpot, when you sync Playbooks with Zoom, you can surface real-time suggestion prompts (e.g. call scripts, follow-up questions, objection handlers) directly within the Zoom interface during a live call.Does Gong offer a comparable capability?

Hi All,I have a situation where Talk Ratio saying no data for one specific sales rep even though there is data and the sales rep has spoken! I have included screenshots to show what I am seeing.   

Hello All,  There are some really interesting possibilities with “ask Anything” as part of call spotlight.   Outside of some of the obvious things, I am curious how people see this as a coaching tool or a way to prep prospects for the next call.   I have been experimenting with questions like:what could (insert sellers name) done better on this call? what questions should the prospect come prepared with for the next meeting then sharing that info in a follow-up to really drive home the personalization and set the stage for the next call What else do you think?   I would love to get thoughts from other sales leaders or sellers.   Heck, anyone for that matter.    How does Gong use this internally?

Does Gong have any best practices when utilizing the AI powered answers for Scorecard questions? We would like to help scorers by giving them some tips/tricks on how to incorporate the AI powered answers into their decision making, without having the AI powered answer being the only answer. If there are documents/ snippets from scorecard discussions I would love to review. Thanks!

Some feedback I got during my performance review was to try to cut back on filler words in my customer calls. I’d love to use Gong to track my progress on the journey to stop using filler words and also to attach some metrics to work against. Has anyone tried to do this in the past? I figure someone probably has a great report/tracker search string I could rip off rather than reinventing the wheel.  In my mind I’d have two views: Team view: Name on the Y axis and volume of filler words on the X axis Individual view: Different filler words on the Y axis and the count (or better yet, the percentage of total words) on the X axisThank you!!  

How long does it take for data to populate once you’ve added trackers to an initiatives board?

Has anyone created a simple playbook/guide for managers to leverage gong for coaching that you’d be willing to share?  (general coaching - call, professional development etc)?

Hi Gong Community!Just loved:...And keen to learn from other Managers of managers re your weekly process with Gong- I currently have my coaches tag me when delivering feedback to the front line so I can also add insights and guidance (private message to the coach)I also have a weekly cadence with product marketing around moving the needle on key features across my portfolio, tracking mentions in Gong through to MOM performance. This has helped tremendously to inform new GTM initiatives / aligned talk track execution in my channels.- How do you engage / coach your leaders to get the most out of their teams in Gong?- What reports / metrics do you leverage / share back to your leadership pods and other stakeholders?- Do you find a weekly / monthly cadence helpful?- What Gong aggregate stats / trackers etc have you find particularly helpful in rollup reporting for your frontline managers?(Note: we are excited to be getting Salesforce connected shortly!)Cheers,Mike 

Seems like a simple question for a community and group like Gong…I want to take all (or some) of the calls of one of my top sellers, have them analyzed and model a sales script for me and the rest of the team.How can I do this? (with Gong and/or connected tools)Thanks :) 

Hi, Taking advantage of the AI insights from calls and transcripts is Gong enable to evaluate every call in an automate way using a predefined gong scorecard? 

QQ - why would the monthly total of scorecards be different for a manager when viewed under the Coaching Metrics tab or the Insights tab?  What is the difference in what is reported in each tab?

Right now, I can see how many calls a rep or manager has listened to, but since clicking on a call and it playing counts as “1” it’s not a very representative number. Instead, it would be great to see how long (in minutes) reps have spent listening to their own calls or teammate calls. 

I am an enablement manager and a lot of my day to day includes coaching on Gong calls with Scorecards and leaving feedback.I see that under the Coaching Tab, I can view my own coaching, but I have to categorize by team. Is there a way I can group people together based on job title or with tags so that I can see everyone I have coached in one view?

Front Line Managers (FLM) are simultaneously faced with three fundamental and interconnected challenges that they must manage in order to be successful. These challenges are improving individual rep performance while also creating consistency and efficiency on their teams. If these components are missing, the risk to FLMS are missing their quota, inconsistencies in forecasting accurately, and wasted cycles because of inefficiencies across the team.  As a Gong partner at GTM Advisors, I help frontline managers like you uncover what’s really happening in your pipeline so that you can identify disconnects and make data-driven decisions to adjust your coaching strategy.  Here are three tips for using Gong to improve performance and drive consistency across your team: Do a pulse check with “Deal Drivers” Oftentimes the answers to our issues lie in opportunities. To get a sense of where overarching problems might persist, go into “Drivers'' under Deals and ask yourself:Are we single threaded

Hi Visoneer’s Community, One of my favourite features in Gong for structured feedback at scale and peer to peer coaching is utilizing the scorecards. Here are factors I’ve incorporated into scorecards for Customer Success and EBRs. Executive attendance Call opening and setting an end goal Two way engagement throughout the EBR  Diagnosed priorities and goals Strategic vs Tactical conversation  Goal attainment and KPI review Are there any other factors you add to your scorecards to coach on EBRs in a structured manner? 

Hello! My Organization is using Smart Trackers to help track our Value conversations. We would love the ability for our leadership team to be notified when a call is flagged by the smart tracker, so we can audit calls containing our specific Value Outcomes vs Success Plan creation. Any help would be greatly appreciated!

Hi all,I’m trying to figure out a better way to track the way our SC’s position our solutions on their calls. The problem is that our SCs do not “own” the calls they participate in - the AE does. Because they do not “own” the call, Gong doesn’t seem to be able to track the topics and trackers that they trigger on their calls.Does anyone have any best practices on how they use Gong to measure Solution Consultant productivity and efficiency? Thank you!

I have a number of saved searches. (see attached).  If I go to this list, and I want to see the criteria I have set for a specific search, how can I do so?   The edit pencil allows me to change the name but I don’t see where I can update the specific filters for a given saved search.   For example, I have a saved search for a specific tracker called “Good Question” and then that filter is also set for specific groups of people.   If I want to add or remove a person and save the filter, how would I do so?   It seems to me the only way I can do that is to delete it and rebuild it from scratch which can’t be right.   Any insight is appreciated. Thanks!

DYK: We have over 30 courses in the Gong Academy to help you take your coaching to the next level! From coaching the middle to understanding metrics in Gong to learning deal strategies that work, there’s a coaching course for you. Browse the content catalog here.